XMPP Dialog notification feed subscription

[Adinath]

Hi,

We have a bunch of agents for which we need to monitor the CTI events.
As described in subscription-management , we already get notifications for the agent we use to connect to notification service. But we can also subscribe to other agents for getting their notifications.

I connected to XMPP notification service as Agent001 and subscribed to another agent (Agent002) using the notification feed /finesse/api/User/Agent002/Dialogs. This worked and I was able to get Dialog notifications for Agent001 and Agent002.

I want to know what is the recommended way to get notifications for multiple agents :
Do we create a per agent connection to the notification service ?

OR
A single agent can subscribe to multiple notification feeds ? If yes then is there a limit on the number of notification feeds one agent can subscribe to ?

Best Regards,

Adinath

[realexan]

Hi @Adinath,

I wouldn't recommend you subscribe to other agents' nodes using one agent's credentials. This is blocked in the latest Finesse release due to obvious security reasons. You can however use the supervisor's credentials to subscribe to agent's nodes that the supervisor supervises.

Regards,

Renjith

[Adinath]

Hi @realexan,

Is there a way to create a user on Finesse which can subscribe to all agents ? (Like an Admin user)

Or using the supervisor for that particular agent is the only way here? Can supervisor of Agent-A subscribe to another agent not supervised by it ?

Best Regards,

Adinath

[realexan · Accepted solution]

Hi @Adinath,

Sorry for the late response. There are no such users at the moment, who can subscribe to the events for all the users. A supervisor will only be to subscribe to events for the agents in the teams that are supervised by the supervisor.

Though there are released versions that support the subscription of events of other users using the credentials of any user, that is going to be blocked, as I mentioned earlier.

You can raise a feature request with the Cisco AM for adding a way in Finesse to create users who can subscribe to events of agents across teams.

Regards,

Renjith

[Adinath]

Thanks for the information.

Best Regards,

Adinath